- Company: Biz360, Inc.
- Location: San Mateo, CA – Redwood City, CA
- Website: Biz360 was acquired by Attensity in May 2010.
- Employment: Sep 2003 – May 2010
Apr 2006 – May 2010 Based on the decision that the company should provide qualitative data in addition to the quantitative data from the web application as a way to engage clients, the Knowledge Engineers were tasked to produce monthly and quarterly media reports. This addition of responsibilities resulted in the change in the title to Research Consultant. Analyzed news in all media types to deliver comprehensive media performance reports to clients in health insurance, financial, and tech industry. Delivered 4 consecutive quarterly and 11 monthly quantitative reports. Optimized quantitative analysis process by streamlining MS Excel report templates. Eventually a third-party analyst was engaged to provide the qualitative analysis. The delivery of quantitative data to the analyst remained as a KE responsibility, while much of the manual production was outsourced to an overseas vendor. Established detailed workflow for overseas vendor and managed outsourcing of quantitative analysis. Provided support to third-party media analyst on data verification and product issues. Continued to perform responsibilities of Knowledge Engineer....read more
Nov 2005 – Apr 2006 The experience from my two previous positions – Content Specialist and CSC Associate – allowed me to transition to the Knowledge Engineer (KE) role with much ease, as I had learned some of the core functions while working with the KE team. Conducted research and developed custom search strategy for clients to allow effective media monitoring. Set up 10+ client accounts and 5+ demos. Maintained relevancy of the data in accounts using basic PERL regular expressions. Worked with Factiva, LexisNexis, VMS, and Thomson Dialog to integrate content feeds into client accounts. Biz360’s signing of global clients required non-English language implementation on a much larger scale. Biz360 decided to outsource this on account of it being too costly to tackle in-house. I worked closely with the Services department manager to get the process started and handled on-going maintenance and quality control. Oversaw 2 overseas vendors and a team of third-party translators to implement non-English filtering for 3 global clients in 11 different languages. Assisted the Engineering department with handling of East Asian languages in developing a new social media product. ...read more
Feb 2005 – Nov 2005 Biz360 launched a separate department Client Support Center (CSC) in Feb of 2005 in order to better service the clients by separating the Knowledge Engineering group who did the implementation and maintenance of the web application accounts and a dedicated team who provided day-to-day support to the clients. I started as the only member of the CSC under a manager at the time of the launch. Shortly after my joining of the CSC, Biz360 signed a reseller agreement with one of the content providers, who dedicated part of their customer support team for their white label accounts. To enable the partner support team to deal with Tier 1 issues, the CSC launched the Solutions Library that was a collection of a large number of process documents. Many of these documents were outdated and had to be revised. Resolved end user and product usage issues for all clients Performed troubleshooting and fix verification for Tier 2 product issues involving the Engineering department. Carried out extensive process documentation for the launch of the Solutions Library. Managed fluctuating case load (10-50+ per month) while maintaining reasonable closing time....read more
Sep 2003 – Feb 2005 I first joined Biz360 as a contractor translating keywords for the filters built by Knowledge Engineers that ensured relevancy of the data pulled into Market360, Biz360’s flagship web application for traditional media monitoring. Within months, I was offered a full-time position managing the database of publications and news outlets by correcting and updating the publication metadata and consolidating duplicate records. Translated keywords to/from Japanese and Korean for Knowledge Engineers used in building filters for articles based on client search strategy. Verified relevancy of the aggregated articles per search strategy and filtering in Japanese and Korean. Researched news and industry publications in online, print and broadcast media types for metadata and internal publication records maintenance. Translation of keywords can be as simple and as complicated as the translator makes it to be. Without proper background knowledge on how the translations will be used and in what context, it is impossible to measure the accuracy of the work. I made it a point to obtain this information from the Client Services team and ended up learning how to build the filters myself. This had an added benefit of eliminating possible errors in copying and pasting of keywords by Knowledge Engineers who did not speak the language(s), and my quick and easy transition to a Knowledge Engineer role after the promotion in Nov 2005. Similarly, maintaining the publication records required product knowledge as the data in the clients’ instances of the web application were affected by the metadata changes and consolidations. I was able to successfully apply this knowledge of the backend “plumbing” in my next role in the Client Support Center....read more